I was so excited to stay in this house -- it looked beautiful and I was looking forward to a relaxing snow weekend with my sisters and several of our friends. Unfortunately, our experience with this rental was one of the worst hospitality experiences I've witnessed as a traveler.
The house itself is nice, though it lacks a few basics. The bar has zero glassware or bar tools, one of the wine fridges doesn't work, the kitchen has outdated cookware and limited cooking tools/utensils, and several of the fireplaces don't work. Ice made driveway & walkways dangerous.
However, when I and my sisters arrived, the property was filthy. Bags of garbage all over the entranceway, trash in the garage, food still in the fridge and freezer and on the countertops, beds unmade, linens unwashed. The house had not been cleaned in the slightest since the previous checkout. The management company called me AFTER I arrived and informed me that the cleaning crew was unable to clean the property. Why this wasn't communicated to me previously was unclear. Our reservation was booked four months previous and a property like this would take several hours to clean/disinfect properly. The local Turnkey rep was defensive and dismissive when I communicated my dismay that I had over a dozen guests en route and nowhere to put them, their luggage, or the groceries I had sitting in the garage that were in need of refrigeration. Because there was no clear solution available, my sisters and I began cleaning the kitchen and washing towels in order to get our groceries into the fridge and prepare for our guests.
A cleaner showed up 2 hours later. She told me that they usually clean the property, but no one had scheduled them. The local Turnkey rep never followed up with me to cop to the error and figure out an effective way to make up for the miss.
The corporate office's attempt to clear up the issue was to offer to take our group to dinner -- for $20/head. For a rental that costs this much, that's a paltry mea culpa. They ultimately refunded our cleaning fee (less than 10% of one night) after I called three times.
If you are the owner of this property, do yourself a favor and FIRE this property management company. The beauty of this home is not matched by the terrible management -- I wouldn't recommend this property as-is unless it cost half as much per night, if that. Do yourself a favor and book elsewhere unless you see that this is managed by a company other than Turnkey.
